* Shared the value of Personal Wealth services to the largest corporate plans, not-for-profit plans, and intermediary consultant relationships.* Drove workplace retirement plan adoption and retention of consultative participant and retail services (financial wellness, distribution education, fiduciary advice, and financial planning).

* Led advice, sales, and service teams in a centralized (video/phone/chat) contact center. Also a key leader in advisory service & financial wellness redesign pilot.* Teams served clients through financial planning and recommending solutions that encompass employer retirement plans, insurance (annuities and other life insurance products), brokerage, managed accounts, and deposit and loan referrals to our affiliated bank.

* Leadership of customer service teams, supporting up to 200 associates in a regional contact center.* Led team with leading national customer and call center metrics.* Partnered to transform training and onboarding program which improved speed to proficiency by over 20%* Recommended and implemented enhancements to variable compensation program to improve performance.

* Leader of multi-site operational teams (new accounts, disbursements, settlement, relationship management, vendor management and audit) for Schwab's stock plan services business.* Consolidated operations departments to improve customer experience, improve SLA's, and reduce costs.* Facilitated creation of operating plan and service model transformation.* Engaged partners on cross-functional needs (technology, call center, product, tax team).

General Management Program (2009 to 2011) (Boston, Cincinnati)* Company-wide, two year rational program designed to develop high-potential talent by providing leadership training and business experience through multiple assignments (Product, Strategy, Relationship Mgmt., Process Improvement, and Project Management).* Developed corporate client engagement strategy (relationship management, client services focus)* Improved automated processes for corporate client and participant loyalty.* Partnered to develop operating plan and five year strategic plan for business.Retirement Services (2007 to 2009) (Cincinnati)* Project management, change management, demand forecasting, KPI development and staff planning for a 200 FTE, multi-site retirement services team (defined contribution).* Leader of operating model transformation effort which materially reduced operating costs.Senior Manager - Processing, Demand Forecast, and Capacity Planning (2003-2007) (Cincinnati)* Leader of team of exempt associates for a shared services financial budget and capacity plan (capital equipment and staff needs).* Leader of a team of non-exempt associates for a shared service function processing payroll, benefits, brokerage, and retirement communication.

* Leader of operational teams of up to 90 associates.* Leader of global-based project managers. * Launched a new operations department (training, systems, production metrics, quality).